Support Enablement and Escalations Engineer (Cortex XSOAR)

requirements during the design phase and post-general availability. Develop and deliver comprehensive training materials, white papers, and technical updates to keep TAC teams informed on new products and technologies. Develop and maintain internal tools to enhance visibility and troubleshooting capabilities for the TAC team. Proactively identify and resolve potential issues before they escalate, focusing on improving customer experience and reducing operational costs.

Qualifications Required

Qualifications 7+ years in technical support roles, working directly with large global customers and internal teams (e.g., DevOps, Engineering, QA, Product Managers). Excellent written and verbal communication skills, with strong presentation abilities. Strong scripting skills in at least one of the following: JavaScript, Python, or PowerShell. Ability to read and understand source code (e.g., C/C++, Python) to assist in debugging. Basic networking knowledge with the ability to independently debug broad, complex, and unique environments with mixed applications and protocols. Preferred

Qualifications Prior experience in an Enablement Engineer or Escalations Engineer role. Experience with SOAR platforms, especially Cortex-XSOAR, including writing and troubleshooting playbooks. Experience working with third-party APIs and designing technical

requirements for tool integrations. Understanding of Security Operations Center (SOC) workflows, incident response processes, and related tool integrations. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] . Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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